THE service delivery of Pakistan Telecommunication Company Limited (PTCL), particularly in terms of providing broadband connections to the residents of Islamabad, is seriously substandard. I applied for a broadband connection at G-14/4 Islamabad on Sept 3, and despite PTCL’s claims of providing connections within four working days, I have faced nothing, but delays and excuses.

Each day brings a new reason for why the installation cannot be completed, ranging from technical issues to logistical challenges. The constant deferrals, lack of communication, and poor customer service reflect an alarming level of inefficiency in an organisation that once stood as the national leader in telecommunications. It is disheartening that the PTCL continues to fail in providing even basic services to its customers while presenting lofty promises in its advertisements and brochures.

This experience is sure not some one-off incident. Many citizens across the capitaland beyond have voiced similar frustrations. It raises serious questions about the accountability and oversight of public service providers in Pakistan. Why is there no systematic follow-up or moni-toring to ensure that the services are provided as per the advertised timelines?

It is high time the PTCL took serious measures to reform its service delivery

mechanisms, and honoured its commit-ments to the customers. The company must understand clearly ad quickly that in today’s competitive telecommu-nications environment, reliable and timely service is essential, not a privilege.

The relevant regulatory bodies should take note of the growing dissatisfaction among PTCL’s customer base, and hold the company accountable for its continued failure to meet expectations.

Zuhfran Qasim
Islamabad

Published in Dawn, September 27th, 2024